Refund & Cancellation Policy

This policy explains when classes can be cancelled, when refunds are due, and how disputes are resolved. It is incorporated into the Terms of Service. By booking a class on Diraasa you agree to this policy.

The simple version

• Cancel 24+ hours in advance: full refund.
• Student cancels less than 24 hours before: 50 percent refund. The teacher keeps 50 percent of their share.
• Teacher cancels less than 24 hours before: 100 percent refund plus a credit equal to 20 percent of the class price toward your next booking with another teacher.
• Teacher no-show: 100 percent refund plus a 20 percent credit.
• Student no-show: no refund. The teacher receives 50 percent of the class price.
• Mutual cancellation at any time: full refund, no penalty either side.
• Diraasa technical failure that prevents class delivery: full refund; the teacher is paid for the scheduled class.
• Free trial cancellation before start: always free.

Cancellation by the student or parent

Cancellation by the teacher

A teacher with a cancellation rate above 30 percent in any 30 day window is subject to search demotion. Above 40 percent: suspension pending review.

No-shows

A no-show means a party fails to join the classroom within 15 minutes of the scheduled start.

Technical problems

If a class is interrupted or cannot start because of a Diraasa platform problem (Daily.co outage, payment system failure, transcription failure that prevents class delivery), the student receives a full refund and the teacher is paid as if the class had completed. If a class is interrupted because of a problem on the student or teacher’s end (their internet, their device, their power), normal cancellation rules apply. If a class started but ended early because of a verifiable technical problem, the student receives a pro-rata refund for the missed time.

Trial classes

• A trial class cancelled at any time before it starts is free.
• A trial class no-show by the student counts as one no-show against the student’s quality metrics.
• A trial class no-show by the teacher counts as a teacher no-show under the rules above.

Subscriptions and packages

When you purchase a class package, the same per-class cancellation rules apply. Unused classes in a package are refundable on a pro-rata basis up to 30 days from purchase, less a 20 percent processing fee. After 30 days, unused classes are non-refundable but may continue to be used until the package expiry date.

How refunds are processed

• Refunds are issued to the original payment method through Stripe.
• They typically appear within 5 to 10 business days, depending on your bank.
• Currency conversion fees and bank fees charged by your card issuer are not refundable by Diraasa.

Disputes

First, try to resolve the issue with the teacher through in-app messaging. If you cannot, open a dispute within 14 days of the class by emailing info@diraasa.com with the booking ID, a description of the issue, and the outcome you seek. We respond within 5 business days. We may issue a full refund, partial refund, credit, or deny the dispute based on the facts. Our decision is informed by, but not bound to, the rules above.

Chargebacks. Initiating a chargeback through your bank instead of using the dispute process can result in account suspension. We will provide the class transcript and booking record to your bank as evidence. False chargebacks may be reported to fraud databases. If you have a legitimate complaint, please use the dispute process.

Misuse

Repeated cancellation patterns, repeated no-shows, or pattern abuse of the dispute system can result in account suspension or ban under the Acceptable Use Policy.

Changes

We may update this policy. Material changes will be communicated by email and by an in-app notice at least 14 days before they take effect. Bookings made before the effective date of a change continue under the previous version.

Contact

Refunds and disputes: info@diraasa.com.